What should I tell a customer if they contact us about the termination?

Explain that the credit agreement was terminated as it had no activity for a while (customer's finance paid in full and there is no further lending) therefore, cannot remain active. Reassure them this is not due to anything they have done and does not affect eligibility for future lending, and that a new credit application may be made. Please note, standard decline/rejections of credit agreements (i.e. CDD/Credit Decisions etc) will continue as per normal.